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OFFICIAL EVENT GUIDE

EMPLOYEE ENGAGEMENT SUMMIT 2017

THURSDAY 20 APRIL, 2017

VICTORIA PARK PLAZA HOTEL, LONDON

HOW TECHNOLOGY IS CHANGING THE FACE OF EMPLOYEE ENGAGEMENT PLATINUM

GOLD

SILVER

BRONZE

ORGANISED BY:

EmployeeEngagementSummit.com @EngageEmployee #EngageSummits


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WELCOME

THE TEAM Steve Hurst Editorial Director E: steve.hurst@ebm.media T: 01932 506 304 Nick Rust Sales Director E: nick.rust@ebm.media T: 01932 506 301 James Cottee Sponsorship Sales E: james.cottee@ebm.media T: 01932 506 309 Robert Cox Sponsorship Sales E: rob.cox@ebm.media T: 01932 506 308 James Major Sponsorship Sales E: james.major@ebm.media T: 01932 302 110 Katie Donaldson Marketing Executive E: katie.donaldson@ebm.media T: 01932 506 302 Claire Poole Conference Producer E: claire.poole@ebm.media T: 01932 506 300 Dan Keen Training Sales E: dan.keen@ebm.media T: 01932 302 112 James Hitchinson Delegate Sales E: james.hitchinson@ebm.media T: 01932 506 305 Alex Webb Delegate Sales E: alex.webb@ebm.media T: 01932 506 303 Dan Skinner Delegate Sales E: dan.skinner@ebm.media T: 01932 506 307

WELCOME A very warm welcome to our third Employee Engagement Summit. Building on the success of our first two Summits, today we will examine all aspects of work under the overarching theme of how technology is changing the face of employee engagement. The Summit will focus firmly on the key issues, challenges and opportunities around engaging our people and includes world class case studies, expert opinion and analysis, round table focus group sessions and high level interactive networking and polling technology. In addition to a mouth-watering line up of case study presentations from the likes of Harrods, Thomson Reuters, Heathrow, the NHS, The Co-op, Vodafone, LV= and the Civil Service, there will also be presentations from a leading edge roster of experts in the field of employee engagement led by Jo Swinson, former employment relations minister whose opening keynote will address the very purpose and nature of work. New research from PwC points to major changes ahead in the world of work driven by advances in technologies such as Artificial Intelligence (AI) and robotics. While up to a third of existing jobs could face automation by the early 2030s, new AI technologies could boost production and generate more jobs, PwC says. By boosting productivity, a key UK weakness over the past decade, and so generating wealth, advances in robotics and AI should also create additional jobs in less automatable parts of the economy as this extra wealth is spent or invested according to PwC. The virtuous circle formed by highly engaged, motivated and well directed employees interacting across the business with increasingly sophisticated and demanding digital age customers is the only sustainable way forward.

Jack Eeles Delegate Sales E: jack.eeles@ebm.media T: 01932 506 306

Our Employee Engagement Summit comes as a growing number of organisations are realising the business benefits that accrue when they forge a link between engagement of their employees and their customers.

Sabrina Clarke Finance Department E: finance@ebm.media T: 01932 500 103

Our aim is for our delegates to leave this Summit armed with all the tools and techniques and insight they need to implement effective and successful long term employee engagement strategies. Enjoy. Steve Hurst, Editorial Director

EmployeeEngagementSummit.com

@EngageEmployee #EngageSummits EngageEmployee.com

Employee Engagement Summit is organised by Engage Business Media Ltd Join EngageEmployee.com (free membership) and receive Latest News and Features, Weekly Newsletter, Invitations to Directors Forums, Conferences, Summits, Webinars, Focus Groups and more. Nicholson House I 41 Thames Street I Weybridge I Surrey I KT13 8JG Company Registration No. 8636460

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CONTENTS Visitor Information Summit Speakers Sponsors & Partners What’s On Agenda Summary Floorplan

4 6-8 9 11 12-13 15 & 17

20 21 23 24 26

SUMMIT PROGRAMME – HALL 2 • Employee Engagement Reward & Wellbeing • Employee & Customer Engagement, Links to Performance & Profitability – Part 2 • Transformation & Change Management • Future of Work • Learning & Development

28

Platinum Sponsors Gold Sponsors Silver Sponsors Bronze Sponsors Partners Notes

40-41 43-44 44 45-46 47 48

Nicholson House, 41 Thames Street, Weybridge, Surrey, KT13 8JG

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FOCUS GROUPS

©COPYRIGHT Engage Business Media Ltd. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted, in any form or by means, electronic, mechanical, photocopying, recording or otherwise, without prior consent in writing to the publisher.

36 37

HALL 2

29 31 32 34

FOCUS GROUPS • Inclusive Innovation: Employee Engagement For Your Entire Workforce • Rethinking Intranets For Employee Engagement

Disclaimer. While every effort has been made to ensure accuracy in the compilation of this publication, the Publishers cannot be held liable for errors and omissions.

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HALL 1

SUMMIT PROGRAMME – HALL 1 • Employee & Customer Engagement, Links to Performance & Profitability – Part 1 • Internal Communications & Voice of The Employee – Part 1 • Strategy & Leadership • Evolution of Work • Internal Communications & Voice of The Employee – Part 2

18 18 18

KEYNOTE STAGE

KEYNOTE STAGE • Opening Keynote: The Purpose of Work • Keynote: Innovation: From Buzz Word to Bookmark • Keynote: The Second Class Internal Consumer • Keynote: Are Employee Relationship Management (ERM) and Customer Relationship Management (CRM) Two Sides of The Same Coin?


VISITOR INFORMATION

SUMMIT HOURS: 08:15 – 09.00

Registration & Coffee

09:00 – 10.40

Keynote Stage

10.40 – 11.00

Networking & Coffee Break

11:00 – 13.10

Presentations & Focus Groups

13:10 – 14:10

Networking & Lunch

14:10 – 16:10

Presentations & Focus Groups

16.10 – 16.30

Networking & Coffee Break

16:30 – 17:30

Presentations

17:30 – 19.00

Drinks & Networking Party

19:00

Event Close

Refreshments: Delegate tea/coffee breaks and buffet lunch are included and will be served in the Conference Expo Hall on Lower Level 1 throughout the day. At the Drinks Networking Party at the end of the day a complimentary Beer and/or Glass of wine is provided on behalf of the Networking Party sponsor. • • • • •

4

Welcome and registration Morning Networking coffee break Lunch Afternoon Networking coffee break Drinks Networking Party with entertainment

Join the Conversation: #EngageSummits @EngageEmployee

First Aid: Please visit the reception desk on the ground floor should you require assistance. Canvassers: The organisers reserve the right to remove anybody found distributing leaflets of any kind or unauthorised sales material at the show.

Cloakroom: There are free cloakrooms available for delegates. These are located on Lower Level 1 near the registration.

Business Amenities: The Victoria Park Plaza hotel features all the services and amenities expected of top central London hotels. Guests enjoy a fitness centre, 24-hour room service, baggage storage, foreign currency exchange and an array of other first-class services.

Wi-Fi: There is complimentary visitor Wi-Fi access provided throughout the show. Please join the Network: Park Plaza Hotel Resorts and use the passcode: EES17

Travel: The venue is situated within walking distance of Victoria train, coach, bus and Underground stations.


Lack of Employee Engagement is Killing Your Bottom Line How Jive helps organisations to transform collaboration and employee engagement.

From inboxes to outdated intranets, technology has inundated business leaders with more information than ever before. The key to success? Engaging in company conversations without getting overwhelmed. Find out how Jive can transform employee engagement, drive higher productivity and positively impact the bottom line.

How Jive positive impacts your people Accelerating Employee Onboarding

The outcomes of using Jive:

90%

experience more job satisfaction

95%

feel more connected to colleagues

43%

report a reduction in employee turnover

28%

average increase in productivity

Making Corporate Knowledge Accessible

Aligning People With Corporate Vision and Goals

Fostering Greater Collaboration & Teamwork

Embracing new technologies can be challenging, but

To view our infographic with more statistics,visit: www.jive.to/embracetech

Jive is the leading provider of modern communication and collaboration solutions for business. For more information, visit www.jivesoftware.com


SPEAKERS

6

Cathy Brown

Lucy Standing

Jo Swinson

Engage For Success

The Assoc. For Business Psychology

Former Employment Relations Minister

Victoria Silverman

Niall Ryan-Jones

Paula Stannett

Thomson Reuters

Harrods

Heathrow

Jane Barrett

Louisa Mellor

Robert Leeson

The Career Farm

DS Smith

Vodafone

Sharon Kemp

Nicole Ferguson

Clare Martin

The Co-Operative Group

WWL NHS

Jardine Motors Group

Nupur Mallick

Rupert McNeil

Antony Robbins

Tata Consultancy Services

UK Civil Service

Museum Of London


SPEAKERS

Professor Moira Clark

Paul Dickinson

Darryn Allcorn

The Henley Centre For Customer Management

Consultant, previously Virgin Atlantic Sales and Marketing

Northern Devon Healthcare NHS Trust

Sonya Rooke

Jodie Promod

Laura Stuart-Berry

NI Water

Grant Thornton UK LLP

Grant Thornton UK LLP

David Walker

Amina Graham

Chloe Marsh

Personal Group

RHP

RHP

Andrew Dodman

Gary Butterfield

Ross Parker

University of Sheffield

Everyday Juice Limited

LV=

Denise Willett

Sarah Marrs

Adam Charlesworth

Achievers EMEA

Qualtrics

Academie du Service UK

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SPEAKERS

Steven Thurlow

James Sutton

Ed Jones

Verint

Raleigh International

Beekeeper

Lauren Campbell

Dr. Bonnie Cheuk

David Bowman

Beekeeper

Euroclear

Fresh Intranet

Victoria Lewis-Stephens

Derek Tong

Rich Marsh

Instinctif Partners

CIPD

Dale Carnegie

8


SPONSORS

THANK YOU TO OUR SPONSORS PLATINUM SPONSORS

GOLD SPONSORS

SILVER SPONSORS

BRONZE SPONSORS

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Change the way the world works Achievers corporate employee engagement and recognition platform is driving business performance.

Come and chat to us and see why our customers are experiencing 97% employee adoption and increased employee engagement of 22%. Denise Willett, Senior Director, Achievers EMEA, will be sharing valuable insight into how recognition can be used to align employees with the corporate values and business goals that impact your bottom-line results.

See her on stage in Hall 1.

T: +44 (0)20 7419 8128 M: +44 (0)77 9151 0037

www.achievers.com


WHAT’S ON

FOCUS GROUP 1

Inclusive Innovation: Employee Engagement For Your Entire Workforce SESSION ONE

11.00 - 12.00

SESSION TWO

Ed Jones Beekeeper

14.10 - 15.10

Employee Engagement. Every company strives for it. But in most companies, there is a mix of both desktop and non-desktop workforce. How can we ensure that the entire workforce is engaged? Join our focus group to discover the approach of inclusive innovation through a digital platform that engages every single employee. We will cover four industry-specific case studies and discuss how strategic digital engagement can help drive an organisational transformation within your entire workforce.

Lauren Campbell Beekeeper

FOCUS GROUP 2

Rethinking Intranets For Employee Engagement SESSION ONE

11.00 - 12.00

SESSION TWO

14.10 - 15.10

David Bowman Fresh Intranet

The word intranet conjures up a mix of emotions for most people; good and bad… ok, mostly bad. We think that intranets play a fundamental role in the modern workplace in bringing together what’s become a tangled web of disconnected systems. In a cloud based world there are more opportunities than ever to reshape the traditional intranet into a single, easy-to-use employee platform. One that employees will be sure to engage with.

ENGAGE BUSINESS MEDIA EVENT APP: New for 2017 is our EBM event app which is packed with event information, networking function, news feed, custom agenda and more. With the Engage Business Media app you’ll be able to: • Access all the information you need about the event in real time • Check out the agenda and speakers to plan your day • View sponsor profiles for exclusive marketing material & video content • See who else is attending and start networking before the event - send them a message or save their profile • Share updates and content via our event news feed • Access exclusive content from our speakers & sponsors each day in the lead up to the event

TO DOWNLOAD: SEARCH THE APPLE AND GOOGLE PLAY STORES FOR ‘ENGAGE BUSINESS MEDIA’

FOCUS GROUPS – booking a place. If you haven’t already booked your place, you can do so using the EBM event app. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first served basis and we advise you to book early as places are very limited.

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AGENDA SUMMARY

KEYNOTE STAGE

08.15 Registration & Coffee 09.00 Opening Keynote: The Purpose of Work Jo Swinson, Former Employment Relations Minister 09.25 Keynote: Innovation: From Buzz Word to Bookmark Victoria Silverman, Director of Innovation Enablement, Global, Thomson Reuters

11.00

HALL CHAIR: Cathy Brown, Executive Director, Engage For Success

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART 1 11.10

Heathrow Airport Case Study: The Magic of Mojo Paula Stannett, HR Director, Heathrow Airport

11.30

Using Recognition to Drive Business Performance Denise Willett, Senior Director, Achievers EMEA

11.50

‘It’s Not You, It’s Me’ Jane Barrett, Author and Career Coach, The Career Farm

INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 1 12.10

DS Smith Case Study: Accelerating Integration Through Employee Engagement Louisa Mellor, Group Employee Communications Manager, DS Smith

12.30

The New World of Employee Feedback and Practical Tips on How to Get There Sarah Marrs, Principal Consultant for Employee Experience, Qualtrics

12.50

The Co-Op Case Study: Engaging Colleagues Throughout The Rebuild of The Co-Op Sharon Kemp, Colleague Engagement Business Partner, The Co-Op

13.10

Lunch

STRATEGY & LEADERSHIP 14.10

WWL NHS Case Study: Healthcare and Employee Engagement – How Significant Improvements Were Achieved in One of The Most Pressured Sectors in The UK Nicole Ferguson, Director and Business Psychologist, WWL NHS

14.30

Building a Brand from The Inside Out Victoria Lewis-Stephens, Managing Partner, Instinctif Partners

14.50

Jardine Motors Case Study: Build Your Employer Brand to Drive Engagement with Real Commercial Benefits Clare Martin, Group HR Director, Jardine Motors

EVOLUTION OF WORK 15.10

Tata Consultancy Services Case Study: Workplace Re-Imagination – The Journey at TCS Nupur Mallick, Director HR, UK and Ireland, Tata Consultancy Services

15.30

Civil Service Case Study: Ensuring we Represent The Public we Serve Rupert McNeil, Chief People Officer, Civil Service

15.50

Question Time

16.10

Coffee & Networking Break

INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 2 16.30

Museum of London Case Study: Re-Inventing The Museum…. From The Inside Out Antony Robbins, Communications Director, Museum of London

16.50

NHS Case Study: Using Technology to Enhance Engagement Within The Public Sector Darryn Allcorn, Director for Workforce and Organisational Development, Northern Devon Healthcare NHS Trust

17.10

Question Time

17.30

Drinks & Networking Party

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KEYNOTE STAGE

AGENDA SUMMARY

09.50 Keynote: The Second Class Internal Consumer Paul Dickinson, Consultant, Previously Virgin Atlantic Sales and Marketing Director 10.15 Keynote: Are Employee Relationship Management (ERM) and Customer Relationship Management (CRM) Two Sides of The Same Coin? Niall Ryan-Jones, Head of Employee Experience, Harrods 10.40 Coffee & Networking Break 11.00

HALL CHAIR: Lucy Standing, Vice Chair, Association For Business Psychology

EMPLOYEE ENGAGEMENT REWARD & WELLBEING 11.10

LV= Case Study: Rethinking Recognition Ross Parker, Claims People & Communication Manager, LV=

11.30

Euroclear Case Study: Engaging Employees to Define The Future of Work: Are You Serious? Dr. Bonnie Cheuk, Director, Global Head of Digital, Knowledge & Social Collaboration, Euroclear

11.50

Question Time

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART 2 12.10

Organisational Climate Trumps Employee Engagement – That is if You Want Best Business Performance! Professor Moira Clark, Director, Henley Business School

12.30

What If Great Customer Service Professionals Aren’t Just Born, But Can Also Be Made? Adam Charlesworth, Leadership Consultant & Educator, Academie Du Service

12.50

Grant Thornton LLP Case Study: Creating a Shared Enterprise Jodie Promod, Head of Internal Communications & Laura Stuart-Berry, Shared Enterprise Lead, Grant Thornton LLP

13.10

Lunch

TRANSFORMATION & CHANGE MANAGEMENT 14.10

Transformation Journey to the Vodafone Digital Workplace – Digital Company, Digital People Robert Leeson, Head of Global Office IT, Vodafone

14.30

Tools and Capabilites to Support Employee Engagement Steven Thurlow, VP and Global Practice Leader Engagement Management, Verint

14.50

NI Water Case Study: Delivering What Matters Sonya Rooke, Head of Organisational Development, NI Water

FUTURE OF WORK 15.10

The Future of Work is Human Derek Tong, Editorial Manager, CIPD

15.30

The Future of Apps in The Delivery of Employee Engagement and Happiness David Walker, Chief Commercial Officer, Personal Group

15.50

RHP Case Study: Creating The Workplace of Tomorrow Amina Graham, Executive Director of Corporate Services & Chloe Marsh, Head of Engagement, RHP

16.10

Coffee & Networking Break

LEARNING & DEVELOPMENT 16.30

University of Sheffield Case Study: Creating a Remarkable Place to Work Andrew Dodman, Chief Operating Officer, University of Sheffield & Gary Butterfield, Co-Founder and Executive Director, Everyday Juice Limited

16.50

Raleigh International Case Studies: BNP Paribas and Google James Sutton, Business Development Strategist, Raleigh International

17.10

Critical Success Factors In Employee Engagement: Lessons from the Coalface Rich Marsh, Consultant & Trainer, Dale Carnegie

17.30

Drinks And Networking Party

13


Want mor m e producttive employees? e Each day, the average person... Checks their device • 85 times p 5 hours browsingg • Spends the web and using apps.

Are you using this to your advantage? se technology to better • Uengage your employees ngaged employees are • Ehapp y employees and when people are happy they’re more productive, 12% more productive.

Welcome

Wellbeing

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Employee Surveys

Core Benefits

Salary Sacrifice

Reward & Recognition

My Account

Everyday Discounts

avel and Tra t Entertainmen

Communicatio

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Made to Measure

personalgroup.com


FLOORPLAN

Lower Level 1 - Seminar Halls 1, 2 and Focus Groups

13

14

15

SUMMIT PROGRAMME – HALL 1 • Employee & Customer Engagement, Links to Performance & Profitability – Part 1 • Internal Communications & Voice of The Employee – Part 1 • Strategy & Leadership • Evolution of Work • Internal Communications & Voice of The Employee – Part 2

16 17

SUMMIT PROGRAMME – HALL 2 • Employee Engagement Reward & Wellbeing • Employee & Customer Engagement, Links to Performance & Profitability – Part 2 • Transformation & Change Management • Future of Work • Learning & Development

18 Focus Groups

19

6

Catering Station 20

HALL 1

HALL 2

21 5

22

4

23

2 24

1 Catering Station

Entrance

Entrance

Registration Lifts

Help Desk

26 Platinum Sponsor Gold Sponsor Bronze Sponsor

Business Centre

27

Cloakroom Stairs to Reception

Restroom

Event partner

15


Improve service culture in your company Increase employee and customer engagement

Our expertise: Consulting in service strategy Training and ongoing support Benchmarking, communications and capacity building for managers R&D, conferences and publications

contact@academieduservice.co.uk www.academieduservice.com/en

@UKandServices Academie du Service UK


FLOORPLAN

Lower Level 1 - Sponsors and Expo Hall

13

14

15

16 17

18 Focus Groups

19

6

Catering Station 20

21 5

22

4

23

2 24

1 Catering Station

17


SUMMIT PROGRAMME 08:1509:00 09:0009:25

KEYNOTE STAGE

Registration & Coffee Opening Keynote: The Purpose of Work Jo Swinson, Former Employment Relations Minister Work is an anchor in our lives, yet engagement levels vary wildly. Jo Swinson will draw on her experience from Government and as Chair of the CIPD Policy Forum to place employee engagement in context of the business and societal challenges of our time. From colleague relationships to customer satisfaction, from productivity to trust, engagement is key. Jo will get you thinking and set the scene for an idea-packed day. In September 2012, Jo Swinson became Minister for Employment Relations and Consumer Affairs in the Department for Business, Innovation and Skills and Women and Equalities Minister. She was elected as the Liberal Democrat MP for East Dunbartonshire in 2005.

09:2509:50

Keynote: Innovation: From Buzz Word to Bookmark Victoria Silverman, Director of Innovation Enablement, Global, Thomson Reuters How do you engage employees in the future success of your organisation? How do you help them fall in love with an activity that drives success and energises teams but has become something of a corporate cliché? Thomson Reuters’ Director of Innovation Enablement, Victoria Silverman, will take you through her company’s reinvigoration of innovation as an activity, value and catalyst for change. She promises that you’ll put pen to paper or fingertip to gadget to capture tactics you can apply in your own role, and learnings from an ethos that’s emotionally intelligent, creative and inclusive. Victoria will show how to engage millennials and other colleagues alike by ensuring form and substance meet when it comes to applying an abstract concept that’s vital to any organisation’s success – and all without an agency. Victoria Silverman is a global engagement specialist who gets results by using visuals, words and ideas to inspire collaborative behaviours and to build the right culture for a business to succeed. Her background is in journalism, teaching and corporate storytelling. Until recently, Victoria led Thomson Reuters’ global employee engagement for Diversity & Inclusion and Corporate Responsibility, delivering record breaking, award-winning campaigns including: Women Who Rock! a celebration of women and the men who support them in the workplace; On Side With Pride, to support LGBTQ colleagues and programs; Steps to a Smaller Footprint, an energy efficiency drive that supported the reduction of $1 million in energy bills; and We4She – a month-long UN-related initiative to inspire male and female employees to mentor, coach or sponsor a woman or girl – which drew 49k views, likes, comments and 1k pledges among the company’s 50k-strong workforce in 100 countries. Her most recent campaign #dare2disrupt dares employees to live and love innovation at work. She has also been communicator in chief for the London HR community, which was all about bringing people together, breaking down silos and sharing knowledge. Victoria has worked for Deloitte, ITV and the Government in editorial, corporate comms and change management roles. In her spare time, she is director of The Missing Manual Ltd and founder of the parenting online community BeTeenUs.com.

09:5010:15

Keynote: The Second Class Internal Consumer Paul Dickinson, Consultant, Previously Virgin Atlantic Sales and Marketing Director Why do world class service brands make huge investments in outsourcing external consumer engagement to advertising, branding and PR agencies but only a fraction of that amount engaging their internal audience? In this talk Paul Dickinson will compare the challenges of making award-winning advertising campaigns with the complexity of creating an employee engagement culture. He draws from his experience of engaging the employees of two very different brands, with two very different cultures and considers the interplay between external and internal messaging.

18


KEYNOTE STAGE

SUMMIT PROGRAMME

Paul shares the successes and pitfalls of his ‘inside-out’ and ‘outside-in’ engagement strategies. Exactly what does it take to make sure employees are equipped and energised to deliver a big brand promise to customers with huge expectations?

10:1510:40

Keynote: Are Employee Relationship Management (ERM) and Customer Relationship Management (CRM) Two Sides of The Same Coin? Niall Ryan-Jones, Head of Employee Experience, Harrods Can employee engagement incorporate learning from the practices of Customer Relationship Management (CRM) the marketing art of increasing customer loyalty? Are Employee Relationship Management (ERM) and CRM two sides of the same coin? Harrods Head of Employee Experience, Niall Ryan-Jones, will take you through how employee engagement is being shaped for the future through the lens of CRM. He will share how Harrods is developing employee data capability and utilising insight from numerous employee touch points to develop a deeper understanding of how engagement is influencing performance. Niall will also discuss how engagement practise are being shaped to drive a great employee experience that is aligned to driving a great experience for Harrods customers. Niall Ryan-Jones has worked in retail his entire career for various companies such as Primark, Debenhams, House of Fraser, Liberty and Harrods. For the last 15 years Niall has worked specifically in the employee engagement space starting in internal communications, which later expanded to incorporate employee engagement and employer brand management. In recent years his career has taken a new direction, which now sees him working as Head of Employee Experience at the world famous retailer, Harrods. His role encompasses many employee touch points such as internal communications, benefits and recognition, corporate responsibility, corporate health, employee engagement and employer brand management. Over the years Niall’s work has assisted transformation within the organisation to the point where Harrods has received numerous accreditations, such as being a ‘Best Company to Work For’, ‘Top Employer ’ six years in a row, Accredited by Glassdoor and LinkedIn. In addition to this employee turnover is the lowest amongst its peers and employee engagement is at a healthy 80%. This has undoubtedly gone some way to enabling Harrods to deliver industry leading levels of service, sales and profit, over the last 10 years. Niall’s ongoing focus is to ensure employees are equipped and inspired to deliver an exceptional customer experience, which is underpinned by an exceptional employee experience. This will enable Harrods to maintain its desired position to be the employer of choice within luxury retail.

10:4011:00

Coffee & Networking Break

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KEYNOTE STAGE

In a career spanning 30 years working for a variety of leading international service companies, Paul Dickinson has been at the forefront of creating unique and distinctive customer service propositions. His most recent experience as a senior executive spans both operational and sales and marketing roles. For Christie’s, the world’s leading art business, he was Global Operations Director and then Chief Operating Officer Asia. Before that he spent 10 years at Virgin Atlantic as both Director of Customer Service and Sales & Marketing Director. In the latter role he created award winning marketing campaigns which included digital, print and TV elements and which built on Virgin’s service culture. During this period Virgin Atlantic regularly topped the league tables measuring brand admiration and respect amongst consumers. Other companies he has worked for include British Airways, Visa International, Air Miles and the RAC.


SUMMIT PROGRAMME

11:0011:10

HALL 1

HALL CHAIR: Cathy Brown, Executive Director, Engage For Success As the Exec Director for Engage for Success I engage and energise audiences around business change, leadership and innovation. I passionately believe that helping people find a better way to work can make a big difference to people’s lives, their organisations and ultimately to the country. Engage for Success is a social movement committed to releasing the capabilities of employees to improve performance, instigate growth and enhance wellbeing. It operates across the public, private and third sectors and enjoys significant Government support.

HALL 1

As director for Engage for Success, I have wide ranging experience across the public, private and third sectors in raising awareness and providing practical guidance to organisations looking to improve employee engagement. With a background in delivering strategic transformation programmes for a FTSE 100 company, I recognise the importance of values, good management practices, authentic leadership and the ability to listen in creating environments where people can bring the best of themselves to work every day.

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART 1 11:1011:30

Heathrow Airport Case Study: The Magic of Mojo Paula Stannett, HR Director, Heathrow Airport Heathrow’s vision is “To give passengers the best airport service in the world” and will get there by delivering on its four corporate priorities. Mojo is one of these priorities, where Heathrow is striving to be a “Great Place to Work”. A further priority is to transform Customer Service. Hear what Heathrow has done to drive engagement across the business, the community and in its supply chain. Paula will also share how this strategy was applied to the opening and ongoing leadership of Terminal 2 (T2) and the impact this has had on passenger service with T2 now being seen by passengers as delivering the best service in Europe. Paula was appointed to HR Director in January 2013. She has worked at Heathrow for 13 years, most recently as HR Director for our Airports Division and Support Services and previously as programme lead for Heathrow’s Winter Resilience. Paula has a strong record of engaging staff to successfully put in place organisational change and improvement.

11:3011:50

Using Recognition to Drive Business Performance Denise Willett, Senior Director, Achievers EMEA According to Gallup, companies with highly engaged workplaces outperform their peers by 147% in earnings per share; so it’s no surprise that engaging employees and promoting positive workplace culture are both high priorities for business leaders. Denise will be looking at why employee engagement is more important – and harder to achieve – than ever before, and demonstrate the powerful link between recognition and engagement. Using client examples, she’ll be sharing valuable insight into how recognition can be used to align employees with the corporate values and business goals that impact your bottom-line results. As Senior Director of Achievers EMEA, Denise is focused on helping our clients build successful recognition programmes that align with strategic business objectives. Since 2012, she has had the opportunity to lead and develop a fantastic team of Customer Success Managers and partner with many diverse, global organisations who share her passion for creating a work environment committed to employee recognition and engagement. Denise has over 16 years of experience working with large enterprise, global organisations. Prior to joining Achievers, she spent 13 years at IBM Canada, where she specialised in technology services. Denise holds a Bachelor of Commerce degree from the Saint Mary’s University in Halifax, Canada.

20


HALL 1 11:5012:10

SUMMIT PROGRAMME

‘It’s Not You, It’s Me’ Jane Barrett, Author and Career Coach, The Career Farm Despite some of your company’s best interventions, some people are disengaged. In other words – the classic, ‘it’s not you, it’s me’! Some you may be happy to lose. Others you really want to keep, as they are the talent, which will drive your business forward. According to Wired Magazine, more people will be in gig employment than conventional employment by 2050. How can you hold on to talent, keep them engaged and get the best from them? I will share what I have learned from working with some of the most talented potential leaders from all over the world and the method I use to help them work out what they want and what they have to offer. Marry this with a company who can offer the kind of work they love to do and you go a long way to having an engaged and productive workforce. For 16 years I’ve worked with executives in corporates to help them proactively take charge of their career. My work helps people be more engaged and productive at work, a win/win situation for employee and employer. I am a guest lecturer to exec MBAs, full-time MBAs and alumni at some of the leading business schools in Europe. In January 2017 the 2nd edition of the book I co-authored ‘If not now, when? How to take charge of your career’ will be published by Bloomsbury. I have been a guest on Radio 4, PM Programme and been featured in the Financial Times

INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 1 12:1012:30

DS Smith Case Study: Accelerating Integration Through Employee Engagement Louisa Mellor, Group Employee Communications Manager, DS Smith Academics and HR practitioners alike are well aware of “people risk” in mergers and acquisitions. The ability of a company to release the potential value of the combined companies is heavily reliant on the engagement of those involved in the process and the cultural integration of the businesses. DS Smith, a leading supplier of sustainable packaging solutions, are proud to have grown significantly over the past five years, predominantly through acquisitions. This session will draw on our experience of integrating businesses ranging in size and complexity from small family-run operations to divested Divisions of large multinationals, highlighting some key learnings that would apply in any significant reorganisation or change project, as well as M&A. Louisa Mellor, Group Employee Communications Manager at DS Smith, qualified with an MSc in Human Resource Management and Organisational Analysis from King’s College London, specialising in work engagement and commitment. Since then Louisa has continued to pursue this area of interest through a variety of HR roles, always driving to create a working environment that enables employees to thrive and perform against aligned goals. Most recently she has supported communication, culture change and employee engagement throughout acquisition and integration processes on a global scale.

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The New World of Employee Feedback and Practical Tips on How to Get There Sarah Marrs, Principal Consultant for Employee Experience, Qualtrics It’s a confusing time to be in HR and trying to figure out how to use employee surveys and feedback effectively through an organisation. Technology has moved on at a pace, and there’s a proliferation of new toolsets to use. Sarah Marrs is a Principal Consultant for Employee Experience at Qualtrics and works with brands like Adidas, HSBC and Sephora to implement new mechanisms to collect employee feedback. She’ll be sharing her insights and practical guidelines on how to start taking steps towards different feedback mechanisms in your own organisation.

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Originally a Chartered Surveyor I changed career into recruitment where I recruited for a range of organisations including banks, FMCG, blue chip, private and start up Ccompanies. My last corporate role was as a Recruitment Manager for PricewaterhouseCoopers. I am driven by a desire to help people grow their own career and have a popular podcast on iTunes called ‘Grow Your Own Career’.


Shif t thinking Change behaviour Transfo orm per formance

69 Tunrmill Street – 1st Floor, London EC1M 5RR United Kingdom T. +44 (0)203 4700 230 hello@nkd.co.uk


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Sarah has been specialising in designing and running Employee Engagement surveys for seven years. She joined Qualtrics in April 2015 after spending some time in-house at Tesco delivering their global employee survey. Prior to Tesco Sarah worked at the Hay Group for 4 years based in their Melbourne, Australia office. She led accounts for their largest clients in the region, designing and delivering impactful survey programs. Sarah has particular experience in delivering surveys to Financial Services and Retail organisations, and is a big believer in the power of listening to and acting on employee feedback. At Qualtrics she works with organisations looking to explore innovative ways of getting feedback from their employees, helping them find solutions that are both robust and innovative.

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The Co-Op Case Study: Engaging Colleagues Throughout The Rebuild of The Co-Op Sharon Kemp, Colleague Engagement Business Partner, The Co-Op

Driven, straight talking individual with a passion for realising both social and commercial benefits through creative and innovative communications. I’m fascinated by human behaviour and love the challenge of taking people on a journey through change. I enjoyed in house roles within the pharma and utilities sectors, developing communication programmes through several mergers, acquisitions and JVs before joining the team at Corporate Culture. Since then I’ve been lucky enough to work on some amazing transformation programmes that have made a real difference. I like getting to grips with a brief and helping clients crystallise what it is they are trying to achieve then developing a tailored solution that will help them achieve it. Specialties: Culture Change, Change Management, Lean Sigma, Marketing Communications Strategy, Social Marketing, Behaviour Change, Health Communications, Internal Communications, Employee Engagement, Stakeholder Engagement, Business Development

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Lunch STRATEGY & LEADERSHIP

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WWL NHS Case Study: Healthcare and Employee Engagement – How Significant Improvements Were Achieved in One of The Most Pressured Sectors in The UK Nicole Ferguson, Director and Business Psychologist, WWL NHS In 2011, Wrightington Wigan and Leigh NHS Foundation Trust (WWL) had the some of the lowest levels of morale and employee engagement within the whole NHS. Over the last five years WWL embarked on a cultural change programme and in 2013 designed and launched “Go Engage”, an evidence based framework that helps turn employee engagement science into practice, implementing diagnostics and practical tools at both organisational and local levels. Led by Nicole Ferguson, Chartered Occupational Psychologist, Go Engage helped WWL reach the top 10% most engaged NHS Trusts for two consecutive years in 2014 and 2015, and helped deliver significant improvements in patient care. This led to them winning a number of national awards for their unique approach and share their programme more broadly across the NHS and beyond. In this session, Nicole shares WWL’s journey to drive improvements in employee engagement in one of the most pressured sectors in the UK, how Go Engage provided the solution, and some of the lessons learnt along the way.

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2016 was a big year for the Co-op. The member owned group revitalised its brand, launched a new proposition and introduced a new set of values. After rescuing the business from the crisis of 2013/14 the group started on a journey to rebuild and renew the 173 year old organisation. At the heart of this was an engagement challenge. How do you engage colleagues and leaders in yet more change? More importantly, how do you sustain the change and truly transform? Being Co-op began as a large-scale engagement programme, but has evolved into a colleague movement, a reaffirmation of the co-operative culture. It began by, informing, inspiring and equipping leaders and went onto help all 70,000 colleagues find an emotional connection with what the society stands for. Learn about the tools and techniques used to make the change happen and the tricky challenge of ensuring Being Co-op is here to stay.


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Nicole is a Chartered Occupational Psychologist, and began her career within Organisational Development for the Facilities Management industry. She has also spent time working in consultancy, advising and supporting a number of organisations including FTSE 100 companies and the NHS. In 2012 Nicole worked in occupational psychology consultancy specialising in employee engagement and psychological well-being. She then joined the NHS in 2013 as Head of Staff Engagement for Wrightington Wigan and Leigh (WWL) NHS Foundation Trust, bringing with her the knowledge and experience gained from working in the engagement/well-being field. She is responsible for embedding a culture of employee engagement through the national award winning “Go Engage” Programme and works in partnership with staff and senior leaders to enable sustainable employee engagement. As a result, in 2014 and 2015 WWL achieved its best national staff survey results to date, reaching the top 10% of NHS Trusts. The organisation also gained runner up in the Health Service Journal/Nursing Times top 100 Best NHS organisations to work for and is one of the top performing hospitals in the North West.

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Building a Brand From The Inside Out Victoria Lewis-Stephens, Managing Partner, Instinctif Partners

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How do some of the world’s most iconic brands engage their people in their company strategy?Join Instinctif Partners to learn how to foster a connected global community, inspire brand fans and drive change across your organisation. Key insights include: • • •

How to use gamification to engage a disparate global audience in your strategy Techniques to help drive change during periods of business transformation How to empower employees to turn strategy into action

Victoria is Managing Partner at instinctif Partners, a leading engagement and communications agency. As a passionate advocate for the impact employee and customer engagement can have on driving business growth and performance she is responsible for developing compelling engagement strategies for some of the worlds biggest brands. Victoria specialises in helping businesses engage their people during periods of significant change, turning them into growth drivers and brand advocates. She has worked with Direct Line, Starwood Hotels, HSBC, eBay, Lloyds Banking Group, De Beers, Thomson Reuters, Unilever, Royal Bank of Scotland, Wolseley plc, British Gas, and Specsavers.

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Jardine Motors Case Study: Build Your Employer Brand to Drive Engagement with Real Commercial Benefits Clare Martin, Group HR Director, Jardine Motors Jardine Motors Group is the fourth largest motor retailer in the UK, employing approx. 3000 employees and representing 23 brands, including Audi, Mercedes-Benz, Porsche, Jaguar, Land Rover, Volvo, BMW and more. Since 2015, the company’s people agenda has gone from strength to strength! Attrition has reduced by 10%, the latest annual employee survey gained a 90% engagement score, their career website see approx. 4,000 applicants per month and direct hires account for 75% of all new joiners, to name just a few outstanding results. JMG’s HR team were also recognised by Jardine Matheson group in November 2016 and won both a Global HR Team of the Year award and a Global Outstanding Employee Engagement Strategy award , which was a real accolade given JMG is the smallest company in the wider group which globally employs 400,000 people. Clare has more than 20 years’ senior management experience working across multiple industry sectors, but has always worked in fast paced environments and with organisations undertaking transformation and change including M&A activity. Clare is recognised as a leading figure in retail HR and speaks regularly at a number of leading industry events. She is commercially astute and result driven, with a proven track record of success leading multiple complex projects simultaneously. Her career also allows her to give an expert analysis of organisational development, change, strategic planning and executing customer experience programmes. Clare holds a post graduate diploma in HR Management, is a Fellow member of the CIPD and has a Masters certificate with the Financial Times in Non-Executive Directorship. She is passionate about bringing a greater gender balance into the UK workplace and is a key industry figure in leading this shift in perception. One of Clare’s chief objectives is to show the UK that automotive retail is an enjoyable and satisfying career for talented people, regardless of their gender.

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EVOLUTION OF WORK 15:1015:30

Tata Consultancy Services Case Study: Workplace Re-Imagination – The Journey at TCS Nupur Mallick, Director HR, UK and Ireland, Tata Consultancy Services Talent retention and organisational productivity have assumed a primary role in determining organisational competitiveness, business agility, and customer experience. Enterprises need to re-imagine human resource management along various dimensions such as employee engagement, learning, idea crowdsourcing and co-innovation. Institutionalising contextual, role-based collaboration platforms for employee engagement and integrating these with transactional business applications help address this objective.

Nupur has been with Tata Consultancy Services (TCS) for 19 years and in December 2005 she was appointed HR Director for UK & Ireland. In this role Nupur is responsible for the end to end HR function for over 11,000 employees from 39 nationalities. Her areas of expertise include integrating teams in culturally diverse set-ups, driving operational excellence, retaining and developing talent and structuring compensation & benefits. Her excellent people and change management skills have helped TCS grow substantially in the geography. Under her leadership, TCS UK & Ireland has achieved the ‘Investor in People’ certification and retained the Gold status for the second time and awarded Britain’s Top Employers for five consecutive years. Nupur’s focus as HR Director extends beyond the work force to the community. TCS in the UK achieved the platinum plus standard for its performance in Business in the Community (BitC) Corporate Responsibility Index. Prior to this role, Nupur was HR Head for TCS Mumbai with over 10,000 employees. She was responsible for driving performance oriented culture, establishing world class induction process, career and succession planning and employee engagement. She has been with TCS since 1997 working in various strategic HR roles contributing to the growth of the company from few thousand to over 340 000+ employees across the globe.

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Civil Service Case Study: Engagement – The Key to Inclusivity Rupert McNeil, Chief People Officer, Civil Service As the Chief People Officer for the Civil Service, Rupert is responsible for issues affecting over 400,000 people. One of the key goals of the Civil Service’s Workforce Plan is to make the civil Service the most inclusive employer in the UK. In this session, Rupert will be exploring how the Civil Service is engaging with staff across multiple locations and departments, to ensure that as a workforce we are representative of the public we serve. Rupert was appointed as Government Chief People Officer on 1 January 2016, joining the Civil Service from Lloyds Banking Group, where he was Group HR Director. Rupert began his career at the Confederation of British Industry before becoming a partner in Arthur Andersen and Deloitte. Since then he has worked for Barclays Bank plc, first as Executive Management Director and then as the HR Director for Global, Retail and Commercial Banking, and at Aviva where he was UK HR Director and then HR Centre of Expertise Director.

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Question Time Nupur Mallick, Tata Consultancy Services Rupert McNeil, Civil Service

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Tata Consultancy Services’ Workplace Re-imagination offering establishes a pan-enterprise social network that leverages a mobile messaging tool to facilitate knowledge discovery and contextual employee interactions. By enabling smooth integration of HR related business processes with the intra-enterprise social networking platform, we enhance workforce productivity and reduce talent attrition. The journey is on…


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HALL 1 INTERNAL COMMUNICATIONS & VOICE OF THE EMPLOYEE – PART 2

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Museum of London Case Study: Re-Inventing The Museum…. From The Inside Out Antony Robbins, Communications Director, Museum of London Museum of London Communications Director Antony Robbins takes us through a journey as he and his colleagues embark on plans to open up a brand new museum for London, in West Smithfield in 2022. This is all about change: and it starts from within, among staff and volunteers. Leadership challenges lie ahead as the museum appoints architects and applies for planning permission. But this is so much more than bricks and mortar. The aim is to challenge the very concept of a museum and at the heart of this transformation is making sure the Museum of London has the right people to deliver its ambitions – and to re-caste the museum’s relationship with London and Londoners.

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Antony Robbins, 52, is the Director of Communications at the Museum of London and Museum of London Docklands. He joined as the organisation opened its £22m Galleries of Modern London in 2010. The museum’s focus is on becoming better known and reaching more people and it has invested considerably in digital technology. Its awardwinning StreetMuseum app and films on YouTube have helped connect it to a cooler, more contemporary London audience. This has both helped shape the museum’s brand and build its visitor numbers. The museum now has plans to leave its current site. By 2021 it will open up a state-of-the-art new museum just up the road in London’s nearby West Smithfield. Much of Antony’s career has been in international relief and development. He worked at the UK government’s Department of International Development and for aid agency CARE International. His role took him across Latin America, Asia, the Balkans and sub-Saharan Africa. Antony was born in London – the city he still calls home.

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NHS Case Study: Using Technology to Enhance Engagement Within The Public Sector Darryn Allcorn, Director for Workforce and Organisational Development, Northern Devon Healthcare NHS Trust This session will cover how Northern Devon Healthcare NHS Trust has used technology to enhance engagement across a diverse and complex workforce that provides services across 1,500 square miles of rural Devon. As in many other organisations, staff are the biggest cost for NHS Trusts, who are continuously challenged to balance quality and finance. By viewing staff as an asset, rather than an overhead, Darryn will explain how better staff engagement programmes, accessible 24/7, can deliver benefits in areas such as productivity, innovation, absence, employee retention and cost control. Darryn qualified as a registered Nurse in 1995 and started his career in acute medical nursing, undertaking a variety of nursing roles before developing an interest in Education and Organisational Development. Initially this transition was as a clinical educator both within the NHS and University arenas, the passion for Organisational Development continued and he was appointed as Head of Education and staff development in 2005. In 2010, he was appointed Assistant Director for Workforce at Northern Devon Healthcare NHS Trust. During this time he led a number of service developments and changes in processes that have enhanced staff experience and access to development, whilst supporting a portfolio of Organisational Development and implementing a process that enabled detailed workforce planning, and enhanced the cohesion of workforce systems. Darryn expanded his role in January 2014 to become interim Director for Workforce and Organisational Development which includes a wide portfolio of Human Resources, Equality and Diversity, Occupational Health including health and wellbeing, staff development, workforce systems and planning. He has established models that support staff engagement and enhanced key workforce systems and infrastructure, key areas of success include apprenticeship models, widening access and engaging the young workforce, use of technological solutions.

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Question Time Antony Robbins, Museum of London Darryn Allcorn, Northern Devon Healthcare NHS Trust

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Drinks & Networking Party


Big brand ds make big promisess. We hellp to deliver them.

We work with our o clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward. Contact sa arah.harrison@instinctif..com


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HALL CHAIR: Lucy Standing, Vice Chair, Association For Business Psychology I could tell you all the letters I have after my name or about the projects I’ve managed or clients I’ve had – but I don’t believe you care about any of that. If you are reading my profile (thank you) then I’d like this time to be more usefully employed. I’m a business psychologist (same as occupational, organisational or industrial) which means you’d work with me if you believe your organisation could achieve more through its people – but maybe you aren’t quite sure how. I’m also a social entrepreneur. Ideas are worth very little – and rather than fantasize, I like and get huge reward from making things work.

EMPLOYEE ENGAGEMENT REWARD & WELLBEING 11:1011:30

LV= Case Study: Rethinking Recognition Ross Parker, Claims People & Communication Manager, LV= Effective recognition is an essential tool to embed an organisations goals and values whilst making your employees feel valued and appreciated. However in financially challenging times, employers have begun to deprioritise employee engagement and recognition in the expectation that it costs money.

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It’s important to re-evaluate what drives motivation for your people and how you can reward employees without hurting your bottom line. Ross is an experienced People and Communication Manager with an impressive track record for implementing new engagement initiatives boasting industry leading results. Ross was instrumental in LV= winning Best Employee Engagement Strategy at the 2016 UK Customer Satisfaction Awards and now leads Engagement activities for a diverse 3500 General Insurance workforce. His influence in shaping and embedding a people centric consciousness within the GI Claims arena in particular saw him recognised in the Young Achiever category at a number of industry awards. Ross is an advocate for engagement being operationally led and believes it to be critical to fully understanding context, root cause and future engagement risks.

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Euroclear Case Study: Engaging Employees to Define The Future of Work: Are You Serious? Dr. Bonnie Cheuk, Director, Global Head of Digital, Knowledge & Social Collaboration, Euroclear Communication and engagement is human nature. It is so natural that the assumptions around employee engagement status quo are not questioned. In the workplace context, it is common to accept that: • • •

face-to-face communication is more effective that online communication online discussion and engagement is facebook-like, create too much noise and is a waste of time employee engagement is about asking employees what they think (face-to-face or online), so interviews, focus groups, surveys are considered effective engagement tools

Employees recognition does not always need to involve money. In the online world, employees like badges and brownie points, and gamification is the new coolade. Employee engagement can be staged to create feel good factors, and increase employee engagement will lead to happiness, well-being, loyalty and satisfaction and positive business outcomes.

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As a passionate champion of digital to refine the future of work, informed by Dr Brenda Dervin and David Snowden’s research, Bonnie believes that it does not matter whether it is conducted online or face-to-face, employee engagement has to get down to the basics of being truly user-centric, i.e. engaging with the employees through the eyes of the employees, getting under the skin what what employees needs, pains and dreams in the context of their day-to-day work, and in their business language. It is easier said than done. Come to this session to reflect on the status quo. Dr Bonnie Cheuk is a strategic, hands-on, business & results-driven executive with strong digital transformation, web/digital channel management, information & knowledge management, collaboration, social media and Enterprise 2.0 expertise. Originally from Hong Kong, she has 20+ years of international work experience with multinational corporations in HK, Singapore, USA, UK and Europe. Her expertise lies in blending her deep understanding of information/knowledge management, change management, communication/facilitation principles and practices with her knowledge of the latest technologies to deliver business solutions and drive change. She has led the successful roll out of social collaboration and knowledge sharing programmes for Euroclear, Citigroup and ERM. Currently, Bonnie is partnering with the business and technology leaders to shape the future Digital Workplace experience for employees, and refreshing the web, social media, digital strategy to improve client experience for a global financial services company.

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Question Time Ross Parker, LV= Bonnie Cheuk, Euroclear

EMPLOYEE & CUSTOMER ENGAGEMENT, LINKS TO PERFORMANCE & PROFITABILITY – PART 2 Organisational Climate Trumps Employee Engagement – That is if You Want Best Business Performance!

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Professor Moira Clark, Director, Henley Business School This session will look at how engaging people within the organisation can provide a customer-centric culture and climate that provides real competitive advantage. What is organisational climate and does it really matter? How to create the right kind of organisational climate in order to deliver great business results Latest research findings from the Henley Centre for Customer Management on driving business performance Moira is the Director of the Henley Centre for Customer Management (HCCM), a consortium of organisations who are passionate about improving their customer experience. Moira helps members achieve this by: • • • •

Identifying challenging issues that are inhibiting business performance Planning a research programme and a series of workshops to address these issues Leading the research programme and undertaking specific research projects Sharing insight and thought-leadership developed over 25 years of working with a wide variety of industries

Moira consults for a number of leading UK and international companies and am a frequent keynote speaker at many public and in-company seminars and conferences around the world. Major area of research and consulting is in Customer Management, Customer Retention and Internal Marketing. Moira works extensively in the area of culture and climate and the critical linkages between employee behaviour and business performance.

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INTERNAL COMMUNICATIONS 15 SEPTEMBER 2017 CONFERENCE VICTORIA PARK PLAZA I LONDON We look at the fast changing world of internal communications and how it is increasingly taking on the critical employee engagement role that has too often been neglected by those in HR. The way we communicate with our people must also change and we will look at how organisations are grappling with the challenges thrown up by the seismic changes in the way we work.

TIC

£5 EAC

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Contact: tickets@ebm.media Call ticket hotline 01932 506 300 (Press 1) CO-LOCATED WITH:

CERTIFIED BY:

EVOLUTION OF WORK

InternalCommunicationsConference.com

SPONSORED BY


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What If Great Customer Service Professionals Aren’t Just Born, But Can Also Be Made? Adam Charlesworth, Leadership Consultant & Educator, Academie du Service How developing customer relation talents can unlock the performance of your organisation... and lock in the engagement of your employees Which organisations are the very best at satisfying their customers and keeping their staff happy, motivated and engaged? Most of us would probably come up with a pretty similar group of names. Figuring out what sets these world-leading, game-changing “usual suspects” apart is a lot trickier. So much so, that it’s sometimes tempting, even comfortable, to succumb to the belief that their success is down to factors that “ordinary” companies could never realistically hope to replicate. Factors such as no-compromise service culture, customer-centric mindset and brand equity that customers value. In other words, stuff that’s pretty easy to conceptualise, and certainly easy to recognise when we see the best of the best doing it, but which most of us find really hard to execute on the ground. So have organisations with outstanding service cultures discovered some kind of mysterious alchemy? Have they been blessed from the very top down with the kind of visionary CX Champions that are simply born to greatness? At Academie du Service, we don’t think so. As serial observers, analysers and documenters of benchmark customer experiences the world over for more than fifteen years, we have identified and codified a set of skills and behaviours that we firmly believe are the lynchpin to producing world-class customer satisfaction performance in any organisation. We call them “customer relation talents”. They can be measured, they can be analysed and, most importantly, they can be taught. It could be what takes the customer engagement performance of your organisation to the next level. Better still, in our experience, it’s exactly what the customer service professionals in your teams want.

He has built, developed and led Corporate Universities and leadership development initiatives for blue-chip companies in Europe, the Americas and Asia. He has been working in close association with the Académie du Service since 2013.

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Grant Thornton LLP Case Study: Creating a Shared Enterprise Jodie Promod, Head of Internal Communications & Laura Stuart-Berry, Shared Enterprise Lead, Grant Thornton LLP Two years ago, the partners at Grant Thornton UK voted boldly to implement a shared ownership culture, creating a new model called shared enterprise. In this session, we’ll explore what we mean by shared enterprise, describe where we’re at in our journey to embed it into our culture and share some lessons we’ve learned along the way. Jodie works closely with senior leaders and colleagues to understand the engagement needs of the firm and then develop internal communications to meet these. She sets the strategic direction of internal communication and is responsible for the development of communication vehicles. Prior to working at Grant Thornton, she managed internal communications at automotive supplier Delphi Corp., in the USA. Laura is Grant Thornton UK’s top advocate for shared enterprise, working to accelerate the adoption of shared enterprise behaviours across the firm and in everything we do. Prior to her role as Shared Enterprise Lead, she was Chief of Staff to CEO Sacha Romanovitch. She also has 10 years’ experience of working in client-facing advisory roles.

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Lunch

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Adam Charlesworth is a leadership consultant and educator who, despite being as English as they come, has been a Francophile for as long as he can remember and Paris-based for over twenty-five years. For almost as long as that, he has been helping managers at all levels across a wide range of industries reconnect with what their organisations, their teams, and most importantly, their customers, really want from them. Educated in Virgil and Voltaire but (if he’s honest) just as passionate about Def Leppard, Ducatis, and Call Of Duty, Adam draws inspiration from the paradoxes and tensions that he believes lie behind all great companies and outstanding leaders.


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HALL 2 TRANSFORMATION & CHANGE MANAGEMENT

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Transformation Journey to The Vodafone Digital Workplace – Digital Company, Digital People Robert Leeson, Head of Global Office IT, Vodafone Overview of the Vodafone journey to implement the Digital Workplace across the 20 markets where the Company operates today. This case study covers the broad range of transformational activities that were required to accelerate and deliver the Digital workplace for Vodafone and focuses on the approach to the strategic, technology and implementation aspects of the Vodafone Digital Workplace Programme. Robert has a diverse International business background, leading Sales, Support and Customer Delivery functions for various technology organizations, both in Europe and North America. After relocating from the USA in 2009, Robert joined the Vodafone Group technology team where he directed global technology teams across Architecture, Service Design, Delivery and Operations disciplines. Robert has led has led the Vodafone Global Office IT function for the past 3 years.

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Tools and Capabilites to Support Employee Engagement Steven Thurlow, VP and Global Practice Leader Engagement Management, Verint Employee Engagement is all about people and is driven and surrounded by key elements of culture. Where does technology fit in? What tools and capabilities can support your employee engagement culture, programmes and processes. Verint is a leading supplier of tools to help engage employees in front and back office and to empower them to deliver transformational customer engagements. In this session Steven will consider, with customer examples, tools to support Voice of the Employee, internal communities, flexible working and empowering employees to serve customers.

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Steven is VP and Global Practice Leader Engagement Management, and is responsible for Verint’s product strategy working across many functions to find innovative solutions to the challenges in the CRM landscape. His main role is to drive strategy and support the execution of Verint’s Engagement Management Solutions. He works with organisations to transform their customer engagement and drive sustained and differentiated business success. Steven is an engaging and enigmatic speaker who often presents at industry events, webinars, and customer meetings guiding organsations through the practical and obtainable business benefits of improving customer engagement. Steven joined Graham Technologies in 1997, when it was subsequently acquired by KANA Software and then Verint. Initially recruited as Technology Director, he was then promoted to Head of Worldwide Product Strategy before moving into his current role at Verint. Steven started his career at Scottish Power where he managed the Research and Development team for five years.. He also holds a MEng in Microelectronics and Software engineering from Newcastle Upon Tyne University.

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NI Water Case Study: Delivering What Matters Sonya Rooke, Head of Organisational Development, NI Water What “matters” is likely to differ from person to person and from one organisation to another. So how do you create a culture of strong engagement in a world of competing priorities, and how do you know your engagement strategy is delivering what matters? The water and wastewater services delivered by NI Water underpin the health, environment and economy of Northern Ireland. Operating as a designated Non-Departmental Public Body (NDPB), as a GoCo, and – as with all UK water and sewerage companies – in a regulated environment, NI Water’s journey to transform into a modern, high performing utility presents its challenges! Sonya has worked with Siemens, the Co-Op Group, Eversheds Law Firm, and since 2008 as a freelance consultant. Moving to Northern Ireland in 2011 Sonya worked with the Department for Social Development supporting the Executive Team on the implementation of Welfare Reforms. With a broad range of transformation experience gained in fast-paced and challenging environments, Sonya understands the importance of engagement in delivering change successfully. Joining NI Water in 2015, Sonya works closely with the Executive Leadership Team developing an Employee Engagement strategy to support the delivery of a transformed organisation by 2021.

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FUTURE OF WORK 15:1015:30

The Future of Work is Human Derek Tong, Editorial Manager, CIPD The world of work is complex and changing at an exponential pace. Increasing globalisation, rapid advances in technology, corporate scandals, political and economic disruptions are just some of the factors contributing to an unpredictable future. Over past decades as well as in recent times we have witnessed the demise of oncegreat organisations, the shortening shelf-life of careers, an imbalance of opportunities and growing discord. How can we remodel work and the systems that govern it, to liberate people to return the best value to themselves, their organisations and society as a whole? Derek Tong is Editorial Manager on the Strategy, Brand and Communications team at the CIPD, the professional body for HR and people development. Derek works with departments across the organisation and with external stakeholders to develop and implement a content and engagement strategy to help the CIPD increase its voice and influence as a champion of better work and better working lives. He has a background in news and publishing, in addition to experience in producing webinars and multimedia assets. The CIPD-sponsored Future of Work is Human initiative is one of Derek’s passions and core areas of focus — along with a newly formed taskforce he leads the program planning for the initiative, represents the CIPD in speaking engagements on the topic, and curates content on the futureworkishuman.org website.

15:3015:50

The Future of Apps in The Delivery of Employee Engagement and Happiness David Walker, Chief Commercial Officer, Personal Group This presentation will focus on:

• •

Exploring the link between employee engagement, happiness and productivity How to harness the power of the most technologically advanced communications network you already have in place Harnessing the power of employee apps How you can future-proof your employee engagement approach

David Walker joined Personal Group as Chief Commercial Officer in 2012. Having spent the early part of his career working for Barclays Bank in a variety of regional, commercial and International roles, David left to join BskyB and their B2B operational in 200, becoming Head of Sales for all non-domestic subscribers. David was recruited by Dyson in 2006 to help launch the Airblade hand dryer in the UK, and subsequently spent three years in Chicago as US Managing Director. Returning to the UK in 2012, David joined Personal in June of that year. In addition to his role as Chief Commercial Officer, David also acted as Managing Director of Lets Connect, Personal Group’s salary sacrifice home technology offering, in 2015 and 2016, growing the business over 100% in this time. Throughout his career, David has specialised in leading high growth of new and turnaround organisations, using the power of the individual to deliver performance beyond their expectation. A highly experienced speaker on the topic of Employee Engagement, David firmly believes that to achieve true employee engagement, you need to blend two critical factors – Technology and People. By creating highly effective strategies and programmes that blend these two aspects of business in the 21st Century, organisations can gain a competitive advantage in their marketplaces. David has delivered many presentations around the world on wide ranging topics, from reducing carbon footprints to how mobile phones are transforming employee communication.

15:5016:10

RHP Case Study: Creating The Workplace of Tomorrow Amina Graham, Executive Director of Corporate Services & Chloe Marsh, Head of Engagement, RHP RHP Group are fast establishing a reputation for being the Uber of the Housing Sector, leading the way in creating the right environment for innovation to thrive and where scale doesn’t limit their ambition. Hear more about why they were ranked number 1 in the 2016 Great Place to Work list, topped the Innovation Index for 2 years running and were winners of the 2016 Personnel Today award for Employee Engagement. RHP Group will share their approach to cultivating their innovative culture and how ‘bricks, bytes and behaviours’ are the key elements of creating successful workplaces.

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HALL 2

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SUMMIT PROGRAMME

HALL 2

Amina Graham joined RHP as the Executive Director of Corporate Services in 2008 after 22 years at Marks and Spencer. She has a wealth of business experience in customer service, people management, organisational development and complex change delivery. At M&S she led the successful delivery of a portfolio of strategic programmes which made a significant contribution to the group’s return to growth. Amina’s commercial acumen and expertise in customer service has helped RHP deliver sector leading digital services; achieve the gold standard in Investors for People; gain first place in the 2016 Great Place to Work list; win the 2015 CIPD overall award for best employer and employee engagement; RHP being recognised as the most innovation friendly organisation in the housing sector; and RHP becoming one of the top performing organisations in the sector with customer satisfaction at 85% and employee satisfaction at 95%. Amina’s innovative approach was recognised in the HR Most Influential 2016 list. Shaun Smith, author of critically acclaimed business books “Bold – how to be brave in business and win” and “On Purpose” recently did a case study of RHP.

Chloe’s experience in HR, L&D and Communications has driven forward award winning employee engagement initiatives and UK leading levels of employee satisfaction, that have in turn delivered better business results. She joined RHP in 2009 as an HR Generalist and in 2011 became their Learning and Development Manager. Chloe played a key role in developing and embedding their cultural change programme ‘iamrhp’, leading to a significant increase in employee engagement with satisfaction moving from 88% to 97% and RHP gaining a top five place in the Sunday Times Best Companies list for not-for-profit. Since becoming Head of Engagement 18 months ago, Chloe has helped RHP reach new heights in employee engagement. They gained Investors in People Gold at the very highest level and were named ‘Gold Investors in people employer of the year’ in the summer of 2015. To top it all, in September 2015, RHP won ‘Best employee engagement initiative’ at the CIPD People Management awards and were also crowned overall winners for ‘outstanding people practises’.

16:1016:30

Coffee & Networking Break

HALL 2

LEARNING & DEVELOPMENT 16:3016:50

University of Sheffield Case Study: Creating a Remarkable Place to Work Andrew Dodman, Chief Operating Officer, University of Sheffield & Gary Butterfield, Co-Founder and Executive Director, Everyday Juice Limited The University of Sheffield created a fresh, vibrant and innovative initiative called “Juice” – placing health, wellbeing and happiness of 8,000 staff at the very heart of the employment experience. We will share our remarkable story by explaining: • • • • •

The underpinning values and principles of the initiative, and how these differ to the traditional approach to staff health and wellbeing How we deliver the programme through harnessing the talents of staff How we seek to engage and inspire our workforce What Juice offers to staff and its use of technology How we measure our success and its impact on employee engagement.

Andrew Dodman is the Chief Operating Officer at The University of Sheffield, responsible for a range of services to its 8,000 staff and 27,000 students. Under his leadership, Sheffield is the only University to appear in the Sunday Times Top 100 Best Companies to Work For List. Prior to becoming the COO, he was the HR Director at the University and undertook a range of national and sectoral roles, including the Chair of the Russell Group HR Directors Forum (representing the leading UK research-intensive universities) and member of the Universities HR (UHR) national executive committee. Andy has been nominated as the national HR Director of the Year a number of times and has appeared in the Top 10 of HR Magazine’s Most Influential HR Practitioners List in 2015 and 2016. Andy was educated at the University of Bath (BSc) and the University of Leeds (MBA) and is a Chartered Fellow of the Chartered Institute of Personnel & Development.

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HALL 2

SUMMIT PROGRAMME

With a BSc (Hons) in Sport, Health, Exercise & Nutrition from the University of Leeds, Gary started his career coaching professional athletes. Later, Gary saw an opportunity to combine his boundless enthusiasm and expertise within the fitness and health industry with Andy Dodman’s desire to suggest workforce engagement and wellbeing. Since then, they have created Juice, an award winning staff wellbeing offer at The University of Sheffield and beyond. Following its success, Everyday Juice Limited was created in 2015 as a subsidiary business of the University, and Gary now manages the health and wellbeing provision for a range of organisations.

16:5017:10

Raleigh International Case Study: Overseas Volunteering as an Employee Engagement Proposition: How Partnering with Raleigh International is Benefiting Employees of BNP Paribas (Suisse) and Google James Sutton, Business Development Strategist, Raleigh International As companies look to find newer ways to keep staff motivated, to get behind their values or CSR strategy, and indeed to actually retain their best talent as employees, James Sutton of sustainable development charity Raleigh International explores the power of corporate volunteering overseas – the multitude of benefits it can bring to employees, but also the benefits it can ultimately bring back to the company as well. James will bring this to life through the lens of two case studies, the first with BNP Paribas (Suisse) as an official corporatecharity partnership, and the second as an informal relationship with employees of Google EMEA. James has worked at Raleigh International as Business Development Strategist since January 2015; he previously volunteered with Raleigh in Costa Rica and Nicaragua in 2002. James is also a Teaching Fellow in Marketing at the University of Sussex. He is an Associate Member of the Institute of Corporate Responsibility & Sustainability, and a Fellow of the Royal Geographical Society.

17:1017:30

Critical Success Factors In Employee Engagement: Lessons from the Coalface Rich Marsh, Consultant & Trainer, Dale Carnegie Dale Carnegie have been delivering training in the workplace for over 100 years. If you want your company to thrive, fully engaged employees are the ultimate goal. While many studies highlight the percentage of engaged and disengaged employees, few studies have looked at what drives employee engagement. Dale Carnegie Training surveyed over 4500 people globally, and 1600 employees throughout Europe specifically. Whilst there are many factors that impact employee engagement, there are three key drivers: • • •

Relationship with immediate supervisor Belief in senior leadership Pride in working for the company

Drawing on his 25 years experience with Dale Carnegie Rich Marsh will talk about some of the pitfalls to avoid, and the keys to success, when maximising engagement in your organisation. Rich is a trainer, speaker and coach working with Dale Carnegie offices across Europe. He is involved with diagnosing client needs and configuring appropriate solutions with companies at all levels and delivering the resulting material. Prior to his current role, Rich worked full-time with Dale Carnegie (1992-2003 and 2007- 2011) In the 1980s and early 1990s, he partnered in a recruitment company and pioneered the concept of online recruitment – prior to the internet as a commercial reality. (Later developed up by Monster.com and others.) He also ran the UK business for Profiles International of the USA, gaining experience of 360-degree feedback systems and psychometric profiling and benchmarking. He is currently also Managing Director of a fledgling healthcare company. As an entrepreneur, he has appeared in the Times, FT and dozens of national and specialist publications as well as appearing on TV, radio and being interviewed by Michael Parkinson.

17:30

Drinks And Networking Party

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FOCUS GROUPS

Inclusive Innovation: Employee Engagement For Your Entire Workforce Ed Jones, Account Executive UK & Lauren Campbell, Business Development UK, Beekeeper

BOOK NOW Ed Jones

Lauren Campbell

Beekeeper

Beekeeper

FOCUS GROUP

JOIN THE GROUP AND DISCUSS.. Employee Engagement. Every company strives for it. But in most companies, there is a mix of both desktop and non-desktop workforce. How can we ensure that the entire workforce is engaged? Join our focus group to discover the approach of inclusive innovation through a digital platform that engages every single employee. We will cover four industry-specific case studies and discuss how strategic digital engagement can help drive an organisational transformation within your entire workforce. We will share insights from four different industries and cover the following case studies from these global companies: FRHI – Discover how FRHI Hotel and Resorts have successfully created a space for colleague engagement after the merge of 3 leading hotel brands: Fairmont Hotels & Resorts, Raffles Hotels & Resorts and Swissôtel Hotels & Resorts.

Globus – Find out how one of Switzerland’s largest retailers improved the way they exchange information and their company culture with 3,000 employees distributed amongst 13 locations. Seaboard Foods – Learn how the American food production company with 5,000 employees spread over 500 locations went from reaching only 600 employees to engaging their entire workforce. 2 Spice – How to efficiently inform and engage more than 600 employees working in 22 different restaurants that don’t have access to email and intranet? Find out how the company 2 Spice have embraced innovation and digitised traditional procedures. The focus group will be hosted by Beekeeper, the employee communication hub that enables you to reach and engage every single employee.

These focus groups will be held at: SESSION ONE

11.00 - 12.00

SESSION TWO

14.10 - 15.10

If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

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POWERED BY


FOCUS GROUPS

Rethinking Intranets For Employee Engagement David Bowman, Product Director, Fresh Intranet

BOOK NOW David Bowman Fresh Intranet

JOIN THE GROUP AND DISCUSS..

USE THE EVENT APP TO BOOK YOUR PLACE FOCUS GROUP

The word intranet conjures up a mix of emotions for most people; good and bad… ok, mostly bad. We think that intranets play a fundamental role in the modern workplace in bringing together what’s become a tangled web of disconnected systems. In a cloud based world there are more opportunities than ever to reshape the traditional intranet into a single, easy-to-use employee platform. One that employees will be sure to engage with. Fresh intranet will be hosting an interactive workshop designed to promote discussions and prioritise objectives based on communication, collaboration and technology. Plus, contributors get prizes! Small prizes but prizes nonetheless.

These focus groups will be held at: SESSION ONE

11.00 - 12.00

SESSION TWO

14.10 - 15.10

If you haven’t already booked your place, you can do so using your Networking Event App. Alternatively, please contact an EBM member of staff or arrive in plenty of time before the session starts. All places are on a first come first serve basis and we advise you to book early as places are very limited.

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37


CUSTOMER ENGAGEMENT SUMMIT 2017 M O N D AY, 1 3 N O V E M B E R 2 0 1 7 WESTMINSTER PARK PLAZA, LONDON

“THE DAY NEVER LOST MOMENTUM AND I WAS TRULY INSPIRED – I’LL DEFINITELY BE BACK NEXT YEAR” CX DIRECTOR, MARKS & SPENCER

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EUROPE'S BIGGEST CUSTOMER AND EMPLOYEE ENGAGEMENT EVENT

More than 900 delegates – a new record – attended Engage Business Media’s fifth annual Customer Engagement Summit in 2016, now firmly established as Europe’s premier and most highly regarded customer and employee engagement conference. So the scene is set for a fantastic day on November 13 2017 with our sixth Customer Engagement Summit and our Annual Engage Awards under the same roof and on the same day – it’s definitely one for your diary!

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PLATINUM Achievers’ state mission is to: Change the Way the World Works, and we do that by offering world class employee recognition and engagement solutions that help bring about that change, one business at a time. At Engage Employee Summit: you can discover how to quickly and effectively drive employee engagement with frequent recognition, both monetary and social, atop of continuous pulse monitoring and employee insight: with Achievers’ innovative behaviour-driving engine that gets results. Discover why businesses are adopting Achievers’ award-winning solution to effectively increase employee engagement by an average of 22% resulting in better performance: 31% decrease in voluntary turnover, 93% increase in customer satisfaction and 93% increase in sales. Contact: Mark Baldwin, Director, Enterprise Sales – EMEA T: +44 (0) 7791 510037 E: Mark.Baldwin@achievers.com W: www.achievers.com

Jive Software is the leading provider of modern communication and collaboration solutions for business. Our products apply powerful technology that helps employees, partners and customers work better together. Inside companies, Jive-powered enterprise networks dramatically improve employee productivity, alignment and innovation. Externally, Jive supports vibrant customer and partner communities that drive higher sales, better service and greater satisfaction. Millions of users and many of the world’s most successful companies rely on Jive day in and day out to get work done, delight their customers and stay ahead of their competitors. Contact: Peter Hammond Giles, Head of UK T: +44 (0) 07973 818 687 E: peter.hg@jivesoftware.com W: www.jivesoftware.com

We believe that employee engagement is as vital to company performance as external customer engagement. Over the last 12 years our solutions have impacted the performance of close to 1 million people across 220 countries. We specialise in helping you identify and solve your unique people challenges. Our success is built on delivering practical and engaging people solutions that make a difference to the bottom line. Our solutions work because they are grounded in rigorous science using proven methodologies. Vitally, we wrap them up with an engaging communications story that inspires behaviour change and ensures the results we deliver really stick. Contact: Nab Kalsi, Business Development Director M: +44 (0) 7768 045 609 T: +44 (0) 203 4700 230 E: nab@nkd.co.uk

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PLATINUM

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Qualtrics is a rapidly growing software-as-a-service company and the provider of the world’s leading insight platform. Qualtrics’ Employee Insights technology combines organisational hierarchy management, role-based dashboards and reporting, driver analysis, and action planning with Qualtrics’ intuitive survey engine, empowering organisations to manage the entire employee lifecycle—from onboarding and engagement to leadership development and departure. With support from Qualtrics’ HR subject matter experts and I/O psychologists, thousands of Qualtrics customers worldwide are taking control of their employee insights programs and capturing realtime, holistic views of employee sentiment at every level of their organisations. To learn more visit: www.qualtrics.com/employee-insights Contact: Ian McVey – Head of Enterprise Sales, Northern Europe T: + 44 (0) 203 4437040 E: imcvey@qualtrics.com W: www.qualtrics.com

Verint® is a global leader in Actionable Intelligence® solutions with a focus on customer engagement optimization, security intelligence, and fraud, risk and compliance. Today, more than 10,000 organisations in 180 countries — including over 80 percent of the Fortune 100 — count on intelligence from Verint solutions to make more informed, effective and timely decisions. Verint Customer Analytics, Engagement Management and Workforce Optimisation solutions help organisations know, empower, and connect with customers and employees. Discover how our solutions can help your organisation to increase customer loyalty and engagement, enhance revenue, and better manage operational costs and risks. Contact: Verint EMEA T: 01932 839 500 E: info.emea@verint.com W: www.verint.com

41


EVOLUTION OF WORK

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15 SEPTEMBER 2017 CONFERENCE VICTORIA PARK PLAZA I LONDON Learn how technology is having a profound impact on the way we work and also our expectations of what work has to offer – and new technologies impacting on our working environment, such as robotics and Artificial Intelligence, are constantly evolving.

Contact: tickets@ebm.media Call ticket hotline 01932 506 300 (Press 1) CO-LOCATED WITH:

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Academie du Service is a leading Franco-British consultancy in service culture and customer relations. The firm provides expertise in service marketing, design, management and behavioural pedagogy, and conducts its own applied research on service through its Think Tank, the Service Lab Foundation. There are 4 core offerings: consultancy in service strategy; training in management and customer relations; management of operational projects to strengthen service culture and the quality of customer relations; support in creating or transforming corporate universities. Founded in 2004, the firm has over 300 prestigious clients in France and internationally, in all sectors of business. Contact details: Claire Bonniol, Managing Director T: 07981 920 579 E: Claire.bonniol@academieduservice.co.uk W: www.academieduservice.com/en

Our mission at Dale Carnegie Training is to deliver improved business results for our clients by increasing the performance of a key asset, their people. Our proprietary process concentrates on improving the core behaviours and performance habits within the team, that will power your organisation’s advancement. Dale Carnegie are leaders in Talent Management & Employee Engagement. We offer training tailored to the needs of individual businesses as well as open programmes. Dale Carnegie has trained more than 8 million people, operates in more than 70 countries and achieves a customer satisfaction rating of 99% from its programme participants. As a global leader in business training and organisational development and with over 100 year’s experience, we are highly qualified to help your business grow. Specialties Leadership Development, Presentation Effectiveness, Employee Engagement, The Sales Process, Change Management, Customer Service, Executive Training, Organisational Development, Team Building, Process Improvement, and Sales Effectiveness Contact: Samuel Lessore, Managing Director T: 0207 379 4323 E: samuel.lessore@dalecarnegie.com W: www.dalecarnegie.co.uk

We work with our clients to help them meet the challenges of their business. We do this by developing engagement strategies that innovate and inspire, but more importantly drive business forward. So, whatever type of business you are leading, whether you need customer, employee, stakeholder, or brand engagement, we will help you bring your customers and employees with you on your journey. From crafting your communication strategy to telling your corporate story or building customer campaigns, we enable the behavioural change to create growth that helps you adapt to an ever-changing business environment. Working with businesses across all sectors – from global brands to regional start-ups – we thrive on getting to know each of our clients. We know that the key to our success – is yours. Contact: Sarah Harrison E: sarah.harrison@instinctif.com W: www.instinctif.com

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SPONSORS

GOLD Our goal is to make work happy, for everyone. Why? Because when people are happy, they’re more productive. And the key to happiness is engagement: when people feel like they make a difference, they do. From benefits and communications to a whole range of engagement tools, our platform can be as comprehensive or as streamlined as you need. And whatever services you offer, we make them simple to use. With the Hapi app, everything your employees need is at their fingertips – wherever they are. Personal Group. Work happy. Benefits. Communications. Engagement E: hellohapi@personalgroup.com W: www.personalgroup.com

Questback is a global leader in enterprise feedback management technology, helping companies transform customer, employee and market research programmes. More than 5,000 companies worldwide, including one third of the Forbes Global 2000 such as DHL, General Mills and Swiss rely on Questback’s platform to gather, analyse and act on feedback. Questback technology helps to improve customer and employee satisfaction, drive better business decision making and improve financial performance. Like Questback these customers believe that people and businesses need feedback to learn and grow. Questback has offices in Europe and the United States, global partner organisations, and serves customers in 50 countries. Contact: Susanne Brummer T: 0207 403 3900 E: susanne.brummer@questback.com W: www.questback.com/uk/employee-insight

SILVER Beekeeper is an award-winning mobile communication platform for non-desk employees. We believe that every employee deserves to be happy at work and happy employees help their companies succeed. Beekeeper creates transparent and open mobile environments where people can educate, support and inspire each other. Our mission is to connect the people disconnected from their company communication. We help clients from numerous industries including hospitality, manufacturing and retail in over 100 countries to reach, connect and engage people across teams and different locations. Beekeeper helps your business improve the communication flow, increase employee engagement and reduce turnover. Contact: Ed Jones, Account Executive UK M: +44 74 2322 9591 E: ed.jones@beekeeper.io W: www.beekeeper.io/

Using years of experience in successful SharePoint and Office 365 projects, Content and Code bring you Fresh Intranet. Fresh offers a simplified communication and collaboration solution that enables organisations to find a way to cut through options, features and leverage the SharePoint platform and its core tools. Extending Office 365 to make it the easy to use communications and collaboration platform. Content and Code have become one of the most trusted Microsoft Office 365 partners by working with our clients to help them realise measurable benefits from their Microsoft investment and helping them put productivity, employee engagement and collaboration at the heart of what they do. That’s why we build products and services that not only deliver on your organisation’s immediate goals, but help elevate you into the future way of working. Contact: Kerry Kular, Digital Content Manager T: 077 0791 6616 E: Kerry.kular@contentandcode.com W: www.freshintranet.com

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BRONZE

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An engaged workforce is at the heart of an engaged customer base. Engaging your workforce is about more than retaining employees and reducing costs. You can drive smarter investments, boost customer loyalty, and increase revenue by understanding what makes employees tick. Confirmit enables you to build a Voice of the Employee program that delivers real, actionable insight and understand how your employees drive customer engagement at every point of the business. You can create a program that meets your company’s needs, using whatever engagement methodology works for you, and integrate data from employee feedback surveys with other business and employee information to create a 360 degree view of your employees. T: +1 800-864-5266 E: info@confirmit.com W: www.confirmit.com

Save up to 75% on Payroll Administration Costs, increase cashflow and at the same time increase employee engagement by allowing your employees to control and budget their income, their way. Employee Benefits • Financial Wellness • Reduced Stress • Reduced Absenteeism • Improvement in overall health and wellbeing Employer Benefits • Increase Engagement • Attract and Retain • Improved Cashflow • Consolidate frequency without impacting employees Interfaces with all existing payroll systems so no costly re-implementation ! T: +353-1-697-8395 E: info@flexiwage.com W: www.flexiwage.com

Gympass provides its members unlimited access to 500+ activities in 20,000+ gyms, fitness studios, swimming centres and boot camps, covering 10 countries around the world. Gympass is a digital platform that empowers companies and people to have a healthier life. They offer corporate customers unlimited and flexible access to an array of physical activities at heavily discounted rates for all profiles and tastes. Gympass work with some of the world’s best companies to prove, with data, that we are helping to reduce absenteeism, health insurance costs, increase employee engagement and wellbeing. Contact: Luke Bullen, UK Head of Corporate T: 0203 868 7759 E: luke.bullen@gympass.com

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SPONSORS

BRONZE O.C. Tanner, the global employee recognition and engagement leader, helps thousands of the world’s most respected companies accomplish and appreciate great work. Every bit of technology we develop, every award we design, everything we do helps people dream bigger and reach higher. Clients around the globe use our employee recognition solutions to attract and keep talent, improve employee engagement, drive performance goals, communicate values, increase wellbeing and create experiences that fuel the human spirit. We’re on a mission to make people who do great work the most celebrated people in the world. Learn how to influence greatness at www.octanner.com/uk Contact: Sam Purcell, Marketing Manager T: 01908 533127 E: sam.purcell@octanner.co.uk

We’re a brand engagement agency helping the companies engage their employees and customers with their brand through creative communications and campaigns. Brand engagement is all about a positive and seamless customer experience with your brand at every touchpoint. Our inside out approach starts on the inside with inspiring and motivating employee communications that turn your people into brand ambassadors. Once we’re under the skin of your brand, we plan, design and produce brilliant creative campaigns that really get your customers talking, fully supported and embraced by your people. Contact: Chris Giddings E: chris@synergycreative.co.uk

Willis Towers Watson Pulse Software allows you to quickly access employee opinions and reactions to events, giving leaders insight to enhance the employee experience. The software empowers your organization to develop an agile employee listening strategy — one that enables you to drive change and monitor its effects. Employee insight for a better employee experience Contact: Jonathan Matthews E: jonathan.matthews@willistowerswatson.com W: www.willistowerswatson.com

“We want people to feel proud of doing a great job! We do that by catching them doing things right!” Recognition is the most powerful driver of employee engagement. It’s also the hardest for most organisations to do well. We make it easy for customers to nominate an employee who has given them great service. Our independent experts judge all the nominations. And we make it easy for managers to give sincere recognition. The WOW! Awards is helping great organisations around the world to create a great place to work, a great place to be a customer and generate great results. Contact: Kim Leitch T: 01438 310191 E: Kim@TheWowAwards.co.uk

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PARTNERS

SPONSORS

Thanks to the collaborative spirit of our Founding Members, the Association has long held a reputation for openness and support amongst its members. Our events and our members’ interactions typically represent genuine knowledge sharing in the interest of furthering the study and practice of Business Psychology. In this context, the ABP continues to encourage and facilitate networking amongst all academics and practitioners in our membership in order to share knowledge and professional experiences. We facilitate this networking through: • • • •

Online discussion forums Regional speaker events Local networks’ meetings Annual Conference

Additional networking, coaching, peer-review and mentoring arrangements can also be initiated via our ABP Connections service. E:

admin@theabp.org.uk

We are a growing, dynamic, voluntary movement promoting employee engagement as a better way to work that benefits individual employees, teams, and whole organisations. Our vision: We want everyone working in the UK to want, and be able, to give their best each day, so that each day is a great day at work, and that workplaces in the UK are thriving, growing and developing through the commitment, energy, and creativity of the people that work in them. Our aims: We want to grow awareness about the power and potential of employee engagement, encourage people to think more about it, and to provoke them to take action where they work. Contact: Cathy Brown, Executive Director E: cathy@engageforsuccess.org W: www.engageforsuccess.org

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SPONSORS

48

NOTES


THE EMPLOYEE INS SIGHT PLA ATFORM T GATHER FEEDBACK AND TRA ANSFORM YOUR BUSINESS

O ORGANIS AT TIONAL EFFECTIVENESS E

ENGAGEMENT SURVEY THE EMP PLOYEE INSIG GHT PLA AT TFO ORM

EMPLOYEE FEEDBACK

CULT TURE CHANGE

ABOUT QUESTBACK Questback is a global leader in enterprise feedback management technology, helping companies transform customer, employee and market resea arch programmes. More than 5,000 companies worldwide, including one third of the Forbes Global 2000 such as DHL, General Mills and Swiss rely on Questback’s platform to gather, analyse and act on feedback. Questback technology helps to improve customer and employee satisfaction, drive better business decision making and improve financial performance. Like Questb back these customers believe that people and businesses need feedback to learn and grow. Qu uestback has offices in Europe and the United States, global partner organisations, and serves customers in 50 countries.

WANT A TO FIND OUT MORE? Visit our website www.questback.com or call uss on +44 (0) 207 403 3900. Alternatively, send us an email to post.uk@ques @q stback.com

OUR CLIENTS INCLUDE:


EBM GROUP EVENTS 06 JUL 2017

CUSTOMER ENGAGEMENT TRANSFORMATION CONFERENCE THURSDAY 6TH JULY 2017

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EVOLUTION OF WORK CONFERENCE

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CUSTOMER ENGAGEMENT SUMMIT

SEP 2017

NOV 2017

22 FEB 2018

FRIDAY 15TH SEPTEMBER 2017

MONDAY 13TH NOVEMBER 2017

FUTURE OF THE CONTACT CENTRE CONFERENCE THURSDAY 22ND FEBRUARY 2018

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TUESDAY 26TH SEPTEMBER 2017

2017 ENGAGE AWARDS MONDAY 13TH NOVEMBER 2017

Profile for Engage Business Media

2017 Employee Engagement Summit Guide  

A very warm welcome to our third Employee Engagement Summit. Building on the success of our first two Summits, today we will examine all asp...

2017 Employee Engagement Summit Guide  

A very warm welcome to our third Employee Engagement Summit. Building on the success of our first two Summits, today we will examine all asp...

Profile for cenict